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Avaya Lists 10 Communications Trends for 2010

December 30, 2009 Leave a comment

Excerpt From: http://www.xchangemag.com/articles/avaya-lists-10-communications-trends-for-2010,p2.html

In the past decade, a sea change has taken place in how voice and data communications are structured, delivered and used by businesses. Here are the top 10 areas Avaya Inc. executives expect to see action in 2010:

1. Regulatory mandated proactive communications. In an era of increasing regulation, proactive communications applications will automatically initiate contact with customers and guide interactions, in compliance with regulatory requirements. Under the Homeowner Modification Program in 2009, for example, Congress mandates that mortgage companies increase their proactive communications with borrowers.

2. Communications monitoring of employees across devices. Businesses, while still respecting privacy standards, will increasingly track phone calls, instant messages and e-mails of their employees to better predict work needs and behaviors. The communications industry will provide much more consistency across multimodal interfaces, whether through iPhones, standard telephones or the Web.

3. Social media and contact centers. Customers will initiate more company interactions via social media tools like Facebook. Basically any consumer with a laptop, desktop or Web phone will have richer multimedia experiences with contact center reps. Conversely, more businesses will embrace mining of the social network, capturing new opportunities to provide service, address issues and promote sales.

Read Full Article: http://www.xchangemag.com/articles/avaya-lists-10-communications-trends-for-2010.html

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Maynard Webb’s (Former COO of eBay, CEO LiveOps) next big thing: homeshoring

March 28, 2009 1 comment

EXCERPT:

In addition to managing its 20,000 independent contractors, LiveOps also is selling its technology platform to companies like Salesforce.com and Vforce that want to manage their own home-based employees. And Webb has plans to expand beyond call centers — he believes any kind of remote work can be done using this model, including software development and medical transcription.

Though LiveOps is private and doesn’t disclose revenues, Webb said annual revenues have jumped from $60 million when he joined to well over $100 million. While companies like Google and IBM are trimming staff and cutting expenses, Webb is so far ahead of his annual plan, he said he’s “trying to decide what to do with the extra money.”

LINK TO STORY: http://www.mercurynews.com/breakingnews/ci_12014401?nclick_check=1